Scores and awards
How the Trusted Agent score and awards work
Every estate agent office we have data for gets a reputation score, worked out from its public reviews. Awards go to the offices with the highest scores.
What goes into the score
- Review quality: star ratings, the share of five-star reviews and how often one-star reviews appear.
- Client engagement: whether the office replies to reviews, and the quality of those replies.
- Volume of evidence: how many reviews there are to judge from.
- Multi-platform presence: reviews across more than one platform, such as Google, Trustpilot, Facebook, Feefo and Yell.
- Market performance: used for the higher tiers only.
Recent reviews count for more than old ones, so the score reflects how an office is doing now.
The award tiers
| Tier | Who earns it |
|---|---|
| Trusted Agent | The top 10% of UK estate agent offices by reputation score |
| Gold | The top 5% |
| Platinum | The top 2%, combining outstanding reputation with proven market performance |
Some things rule an office out, for example never replying to reviews, an unusually high rate of negative feedback, or too few reviews to judge fairly.
What we don't publish
The exact weightings, thresholds and cut-offs are proprietary, so we don't publish them. This stops the awards being gamed and keeps them fair for everyone.
National rank
Some review pages show an office's national position or a "Top X%" figure. Percentages are rounded up, so they never flatter an office.
Can an office nominate itself?
No. Awards come from the review data, not from nominations. You can read the full methodology.
